Poor customer service again!

[logans_daddy]

I recently ordered over $700 worth of dry goods from your store. I am just moved and put my new address down as the bill to(did not change on account yet) so dr's foster and smith contacted me to verify address. i verified via phone and emai, here is an excerpt from the email:

"Thank you for choosing Drs. Foster and Smith. We sincerely apologize that we are unable to alter or cancel Internet Order # N5686930, as the order has already been processed and sent to our warehouse for shipping."

this is in response to me confirming my address on 3/4, i placed the order on 3/3. i called today to get a tracking #, which was never given to me and here is what i was told.

"you order was canceled. you will be credited sometime this week, i cant tell you when, and then you can just reorder everything all over"

i had a previous problem with dr's foster and smith and was pretty much told the same thing by there customer service.

anyways....when the money is credited back to my checking account i will be taking my business to marinedepot.com they can have my $700...i only wish reefgeek.com had the fixture i wanted...the customer service is top notch.

shawn:bum:

[DFS/LA1]

Dear Shawn,

Thank you for bringing your experience to our attention. We sincerely apologize for the misunderstandings with your recent order. We pride ourselves on providing great customer service and are truly sorry we failed to meet your needs on this order. We have credited your card today and you can expect your bank to post the credit to your account within 72 hours. Due to your inconveniences we have placed a credit on your file to be used either for hard goods or live items as you wish. We hope you will consider giving us an additional opportunity to satisfy you. If there is anything else we can do to make this right for you, please do not hesitate to contact us at your earliest convenience. You may call and ask for me personally at 800-334-3699 should you have any questions.

Sincerely,

Donna Z.
liveaquaria.com

[logans_daddy]

Donna @ DFS really went above and beyond! She was very helpful and polite in handling my problem. She really bent over backwards to fix things. She offered me a $100 credit towards future goods as well as free next day shipping on my order! This is the absolute best customer service i have ever experienced! If their goal was to keep me as a customer for life then thats exactly what Donna accomplished with the way she handled this transaction.

BTW....the main reason i contacted DFS a second time was because for me to purchase everything on this order @ marinedepot.com it was going to cost me almost an extra $150. i called DFS planning to "suck it up" and ask for my order to pushed through again and instead this is what i was treated to. really top notch.

Shawn:bum:
(DFS customer for life)